36C10X22R0017 0005.pdf

5. PROJECT NUMBER (if applicable)

CODE 7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER 3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO. 1. CONTRACT ID CODE

FACILITY CODE CODE

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office. is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER 16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30 PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243

(Type or print) (Type or print)

(Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code)

(If other than Item 6)

(Specify type of modification and authority)

(such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer)

1 18

0005 04-26-2022

36C10X

Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

36C10X

Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

To all Offerors/Bidders

36C10X22R0017

03-10-2022

X

X X

The purpose of this amendment is to update Section B.2 PERFORMANCE WORK STATEMENT.

All updates to Section B.2 are listed in BLUE for ease of reference.

There are no other changes to the solicitation.

36C10X22R0017 0005

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.2 PERFORMANCE WORK STATEMENT

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.2 PERFORMANCE WORK STATEMENT

1. INTRODUCTION. The mission of the Veterans Health Administration (VHA) of the Department of Veterans Affairs (VA) is to honor America’s Veterans by providing exceptional care that improves their health and well-being. VHA will continue to be the benchmark for excellence and value in health care and benefits by providing exemplary services that are both patient-centered and evidence based.

On June 6, 2018, the John S. McCain III, Daniel K. Akaka, and Samuel R. Johnson VA Maintaining Internal Systems and Strengthening Integrated Outside Networks (MISSION) Act of 2018 or the VA MISSION Act of 2018, Public Law 115-182, was signed into law. Section 161 of the MISSION Act of 2018 expands eligibility for VA’s Program of Comprehensive Assistance for Family Caregivers (PCAFC). This law, among other things, expands eligibility for PCAFC to eligible Veterans with a serious injury incurred or aggravated in the line of duty in the active military, naval, or air service before September 11, 2001 in two phases. This law also establishes new benefits for designated Primary Family Caregivers of eligible Veterans under the PCAFC. Under 38 U.S.C. 1720G(a)(3)(A)(ii)(VI), as amended by section 161(a)(3) of the VA MISSION Act of 2018, the VA is required to provide designated Primary Family Caregivers:

(1) financial planning services relating to the needs of injured Veterans and their caregivers;

and

(2) legal services relating to the needs of injured Veterans and their caregivers.

Under the law, these services must be provided through the use of contracts with, or the provision of grants to, public or private entities.

Please see the following link for detailed guidance provided in the attached final rule:

https://www.federalregister.gov/documents/2020/07/31/2020-15931/program-of-comprehensiveassistance-for-family-caregivers-improvements-and-amendments-under-the-va.

The following table provides the estimated participate projected volumes.

Family Caregiver Estimated Participant Projected Volume

PCAFC Projections (Financial & Legal)

Primary Family Caregiver Estimated Participant Projected Volume PCAFC Projections PCAFC projected Finance and Legal Services Usage (15% rate)

Base Period / 2022 45,101 6,765 Option Period 1 / 2023 59,113 8,867 Option Period 2 / 2024 *6-month option period

69,804 5,161*

2. SCOPE. The scope of this requirement is for the pilot program in support of legal and financial services for designated Primary Family Caregivers enrolled in the Program of Comprehensive Assistance for Family Caregivers. The Contractor shall provide these services to all VA markets to include all fifty (50) United States and territories to include Guam, Northern Marianna Islands, Puerto Rico, US Virgin Islands, and American Samoa. Under 38 U.S.C.

1720G(a)(3)(A)(ii)(VI), as amended by section 161(a)(3) of the VA MISSION Act of 2018, the VA is required to provide designated Primary Family Caregivers these services to include the following: financial planning services which shall be provided--relating to the needs of injured Veterans and their Primary Family Caregivers; and (2) legal services: relating to the needs of injured Veterans and their Primary Family Caregivers. The services will be provided in English and Spanish and in other languages as requested by the Primary Family Caregiver. The other languages may be provided through a translation service (3-way call) for live interactions.

Written materials may be requested for translation into other languages at the request of the

PM/COR.

3. PERFORMANCE REQUIREMENTS

3.1 CONTRACT TYPE. The preferred contract type is Firm Fixed Price (see FAR 16.202);

however, due to commercial Offerors’ specialty in providing these services, Offerors are afforded the opportunity to propose the contract type (as defined and allowed in Federal Acquisition Regulation (FAR) Part 16) and pricing model that is consistent with its proposed technical approach.

Note, this solicitation is for commercial services; therefore, a cost-reimbursable contract is prohibited (see FAR 12.207 and 16.301-3).

3.2 PERIOD OF PERFORMANCE. The period of performance will include one 12-month base period of performance, anticipated to begin on June 1, 2022 – May 31, 2023, with one 12-month option period and one six-month option period.

3.3 PLACE OF PERFORMANCE. Services shall be performed at the Contractor’s facilities (off-site) or virtually.

3.4 OTHER DIRECT COSTS (ODCs). The Government anticipates that Other Direct Costs (ODCs) may be needed to address this requirement, particularly for Task 5.7 Translation Services. An ODC Line Item is include in the Price Schedule accordingly. ODCs will be reimbursed at Contractor direct cost. No indirect costs will be reimbursed. The Contractor shall perform due diligence to ensure it incurs most-favorable pricing prior to passing these costs on to the Government. The Contractor shall submit projected costs for ODCs in advance to the COR for review and approval. The Contractor shall submit with their invoice, copies of all receipts that support the ODCs claimed in the invoice and written substantiation for the incurred costs (to include COR pre-approval); any invoice missing these receipts and written documentation will be rejected.

4. KICK-OFF MEETING AND PROJECT MANAGEMENT PLAN.

4.1 Kick-Off Meeting shall occur within 5 business days after contract award or as stipulated by VA’s Project Managers (PM) and may be held virtually. The Contractor shall hold a Project Kick- Off Meeting with the PM/COR, and key stakeholders and subject matter experts (SME) to be identified by the VA PM/COR. At the Kick-Off Meeting, the Contractor shall present the details of initial Project Management Plan (PMP), which shall include the Contractor’s intended approach and work plan and project schedule including deliverable dates with major milestones for review and approval by the VA PM/COR. The Contractor shall also provide completed standard administrative tasks at Kick-Off Meeting (e.g., background investigation forms, staff roster, mandatory training).

4.2 The Final PMP is due ten (10) business days after the kick-off meeting. Work shall not commence until the VA PM/COR approves the PMP (i.e., approach/methodology, work plan and schedule with major milestones).

5. SPECIFIC TASKS AND DELIVERABLES. The contractor shall provide a phased implementation approach with full implementation no later than 120 days. Within the first week, the contractor shall submit the required training and background check paperwork per section

9.2. Within the 30 days of award, the contractor shall have submitted to the VA all required data verifications related to the website approval to meet any interim and final certification requirements within 30 days (to meet the standards/requirements reflected in Appendix C). The website shall be fully operational by day 60 to meet the requirements as per task 5.5. Upon interim approval, the contractor shall first provide access to online financial and legal services educational resources with the subsequent live support available within 60 days and final referral capabilities within 120 days.

The contractor shall perform Financial Planning services on a non-personal services basis. VA organizations will not provide supervision of contractor personnel. Contractor personnel shall at no time allow an employer-employee relationship to develop with VA organizations or their staff.

VA organizations will refrain from any activities that create the appearance of such a relationship. Contractors shall not perform inherently governmental functions including decision-making, supervision of Government employees, supervision of other contractors on other contracts, or activities that create the appearance of performing such functions.

The contractor shall ensure corresponding professional credentials for the provision of legal and financial services. The contractor shall ensure all attorneys are licensed, active and in good standing in at least one State bar and are in good standing regardless of active status in all State bars to which they have been admitted (properly licensed). The contractor shall also ensure financial counselors maintain a certification through a national financial counseling organization such as the National Association of Certified Credit Counselors (NACCC), Association for Financial Counseling and Planning Education (AFCPE), or Accredited Financial Counselor (AFC). Financial planning credentials through organizations such as Certified Financial Planner (CFP) or National Foundation for Credit Counseling (NFCC) are not accepted since services are limited to counseling, coaching and education. The contractor shall describe how it will meet legal and financial licensure/certification requirements to enable provision of services across all geographical areas covered under this contract. These areas include all VA markets to include all fifty (50) United States and territories to include Guam, Northern Marianna Islands, Puerto Rico, US Virgin Islands, and American Samoa. Contractor will ensure staff availability to support the expected volume/need for such services among the caregivers on a national level. The Contractor will maintain a minimum of $1M per occurrence in malpractice insurance.

5.1 TASK 1 – LEGAL SERVICES:

5.1 (1) LEGAL SERVICES: The contractor shall provide legal services including legal advice and consultation, relating to the needs of injured Veterans and their Primary Family Caregivers.

The legal services include provision of legal advice and consultation relating to the needs of injured Veterans and their designated Primary Family Caregivers. The contractor shall provide general legal supportive services for eligible Primary Family Caregivers to develop items such as legal documents (instruments), provide education, and provide support referrals to community resources. The deliverables shall include, at a minimum, the following at the request of the eligible Primary Family Caregiver and approved by VA (See Task 5.5):

5.1 (1) DELIVERABLES (one each per eligible Primary Family Caregiver per base/option period):

a. Simple wills (Estate Planning)

i. Drafting of a last will and testament

ii. Designating beneficiaries

iii. Finalize instruments

b. Advanced Directives

i. Finalize instruments

c. Power of Attorney (POA) and Durable Power of Attorney (DPOA)

i. Review and educate on the types of POAs

ii. Draft a POA

iii. Finalize POA

d. Guardian of Veteran (guardianship of person or emergency guardianship)

i. Review and educate on the types of guardianship

ii. Provide overarching guidance on the required steps for guardianship

iii. Draft guardianship instruments

e. Referrals to community resources for individual representation and attorneys for legal assistance or representation in other legal matters (related to the personal legal needs of the eligible Veteran and the Primary Family Caregiver that are not covered in the above sections). This excludes assistance with matters in which the eligible Veteran or Primary Family Caregiver is taking or has taken adversarial legal action against the United States Government and disputes between the eligible Veteran and the Primary Family Caregiver.

f. Educational programs relevant to state regulations on topics relevant to caregiving (provided through webinars, websites, or other venues as well as live training programs) one program per topic per option year (with additional information for any state nuances provided either as a part of the larger program or as a standalone program):

i. Advanced Directives

ii. Simple Wills

iii. Estate Planning

iv. Guardianship

g. One, thirty (30) minute live session per topic with an attorney to provide consultation and support in completing each of items a. through d. above. Up to two additional 30-minute sessions may be offered per task (item 5.1(1) a-d above with supporting documentation reflecting justification for request of additional services/sessions. If the caregiver requires additional services beyond the specific 30-minute sessions, then the Contractor may refer the caregiver to resources to provide additional support to be funded by the caregiver.

TASK 5.1 (2) OPTIONAL LEGAL SERVICES

Optional Legal Services shall provide additional legal support relating to the needs of injured Veterans and their designated Primary Family Caregivers to include support in areas such as the development of additional legal documents, provision of additional phone consultation, and education on identity theft.

All optional legal services shall be priced at time of award (must be included in any proposal submitted in response to the solicitation). However, these services shall only be performed if the associated Price Schedule line item(s) are exercised, and funds obligated by the Contracting Officer via a contract modification. The Government does not guarantee the exercise of these optional services or deliverables. Options will be exercised based on the government’s needs and availability of funds.

The following optional services would include below deliverables:

TASK 5.1 (2) DELIVERABLES (OPTIONAL):

a. Additional thirty-minute consultation with attorney via telephone, secure online video conferencing, or in-person per topic on a topic not listed in 5.1(1)a-e (Optional)

b. Identity theft (Optional)

i. Review and educate on the types of identity theft

c. Draft documents pertaining to credit reporting agencies, businesses, and debt collector notifications (Optional)

d. Up to two letters per eligible Primary Family Caregiver prepared/or reviewed by contract attorney to resolve disputes, such as (but not limited to) personal disputes with a landlord or creditor, per year (Optional)

e. Up to two phone calls per eligible Primary Family Caregiver to be made /or received by plan attorney to resolve disputes as identified in d. above per year (Optional)

5.2 TASK 5. 2 – FINANCIAL PLANNING SERVICES

Financial planning services shall include the provision of financial planning services relating to the needs of injured Veterans and their Primary Family Caregivers which shall provide support such in areas such as household budgeting, debt management, retirement planning, insurance review/education and financial counselor consultation to assist the Primary Family Caregiver.

The Contractor shall ensure all financial planning recommendations are provided based on the best interest of the Caregiver and the Veteran they serve. These services shall include, at a minimum, the following deliverables will be provided at the request of the eligible Primary Family Caregiver and approved by VA (See Task 5.5):

TASK 5.2 (1) DELIVERABLES (one each per Primary Family Caregiver per base/option period):

a. Household Budgeting

i. Creating a personal budget/financial plan to reduce, eliminate, and avoid debt and to achieve solvency and stability

ii. Learning to balance a checkbook

iii. Learning to pay bills

iv. Teaching money management techniques

v. Managing income changes or increased expenses

b. Debt Management (not including bankruptcy proceedings)

i. Assistance with establishing payments with creditors

ii. Negotiating with Creditors

iii. Dealing with collection agencies and delinquencies

c. Retirement planning review and education

i. Educate on retirement planning and investment options

d. Insurance review and education

i. Educate on current insurance policies

ii. Educate on alternative insurance option to include health, automobile, life and homeowners/renters

e. One, thirty (30) minute session per topic per eligible Primary Family Caregiver with an Financial Counselors to provide consultation and support in completing each of items 5.2(1) a.

through d. above. Up to two additional 30-minute sessions may be offered per task with supporting documentation reflecting justification for request of additional services/sessions. If the caregiver requires additional services beyond the specific 30-minute sessions, then the Contractor may refer the caregiver to resources to provide additional support (to be funded by the caregiver).

TASK 5.2 (2) OPTIONAL FINANCIAL SERVICES:

The optional financial services shall provide enhanced support relating to the needs of injured Veterans and their Primary Family Caregivers in relation to topics such as mortgage loan/refinancing education, referrals to community resources, live/or on demand webinar, credit management and other planning/education services.

All optional financial services shall be priced at time of award (must be included in any proposal submitted in response to the solicitation). However, these services shall only be performed if the associated Price Schedule line item(s) are exercised, and funds obligated by the Contracting Officer via a contract modification. The Government does not guarantee the exercise of these optional services or deliverables. Options will be exercised based on the government’s needs and availability of funds.

These services will include at a minimum the following below deliverables:

TASK 5.2 (2) DELIVERABLES (OPTIONAL):

a. Mortgage loans and refinancing (Optional)

i. Educate on types of mortgages available

ii. Live and on-demand webinars with approximate length of 30 minutes to one hour per topic.

b. Extensive Financial Coaching (Optional)

i. Provision of 90-day telephonic coaching program to assist in developing and implementing an action plan (optional)

c. Referrals to community resources (Optional)

d. Up to five (5) additional live and on demand money management webinars (Optional)

e. Credit Management (Optional)

i. Understanding credit, finance charges, interest rates, and the implications of only paying the minimum amount each month

ii. Educating Primary Family Caregivers and their families on the importance of maintaining excellent credit histories and ratings. Teaching Primary Family

Caregivers and their families how to establish, monitor, and protect their credit

iii. Live and on-demand webinars with approximate length of 30 minutes to one hour per

f. Planning for college expenses and addressing student loans (Optional) Educate on the types of college savings plans for Primary Family Caregiver/dependents and the Veterans the serve/dependents.

i. Live and on-demand webinars with approximate length of 30 minutes to one hour per

5.3 TASK 5.3 – MONITORING AND DATA REPORTING:

The contractor shall deliver a monthly data file via secure method to include individual customer level interaction/event information so that the following can be complied/reported:

TASK 5.3 DELIVERABLES:

(1) Finance data to be produced by contractor:

a. Total number of referred eligible Primary Family Caregivers using service

b. Dates of service [start date, current status (i.e., in progress), and end date]

c. Count of Type(s) of each service(s) received, by Veteran and Caregiver (SSN as ID)

d. Survey results after receiving financial services will be compiled to include a summary of outcomes as a result of services in order to monitor program goals. At a minimum, the survey summary will include: quantity surveyed, quantity responded, benefit from the service, level of improvement on ability to manage personal finances, caregivers level of agreement to quality standards met, and whether the services increased financial capability. Additional metrics to be included at the request of the COR/PM will be implemented within 30-days of the request [reported monthly after approval by PM/COR and Office of Management and Budget (OMB)] such as a breakout of services provided during a specified period of time and/or by geographical region.

(2) Legal data to be produced by contractor:

a. Total number of referred eligible Primary Family Caregivers using service

b. Dates of service (start date/end date)

c. Count of Type(s) of service(s) received, by Veteran and Caregiver (SSN as ID)

d. Survey results after receiving Legal services will be compiled to include a summary of outcomes as a result of services in order to monitor program goals. At a minimum, the survey summary will include: quantity surveyed, quantity responded, benefit from the service, level of improvement on ability to manage personal legal topics, and whether the services increased ability to manage the corresponding legal situation/request. Additional metrics to be included at the request of the COR/PM will be implemented within 30-days of the request (reported monthly after approval by PM/COR and OMB).

e. Number of Caregiver referred to other resources.

(3) Additional monthly monitoring/data:

The contractor shall develop and provide ad hoc reports as requested by the PM/COR to address elements such as:

a. Number of Primary Family Caregivers who have newly started to receive services since the last designated period/range and/or number of caregivers who are using the services

b. Breakdown by method of contact;

c. Total number of completed phone calls (including a breakdown by language)

d. Utilization trends of the services provided broken down by financial and legal services;

e. Persistence/consistency of use of contracted services and completion rates broken down by state and VAMC location;

f. Customer service center statistics;

g. Best practices reports (identifying key internal and external processes that are working well and those that need refinement--such as the referral procedures or other mechanisms/approaches to provide services); and

h. Specialty reports as it relates to family caregivers not captured above.

5.4 TASK 5.4 – SURVEY

The contractor shall develop and institute a survey that will capture a summary of results of services received related to finance and legal services. Prior to administration, the survey will be approved by the PM/COR as well as approved by the Office of Management and Budget (OMB) to meet the requirements/review in support of the Paperwork Reduction Act. During the review process, it is possible that OMB will require additional changes/updates to the survey prior to approval. The survey will be sent to the caregiver within two weeks of completed services provided. At a minimum, the survey will capture the number surveyed (100% of those who received finance and/or legal services), the number who responded, and the results of the survey. The results shall capture, at a minimum, if the services provided the following: overall benefit from the service, improvement in ability to manage finances, and whether the services helped to increase financial capability. [See 5.3 above for monthly reporting requirements after approval of by PM/COR and OMB]

5.5 TASK 5.5 – SECURE WEBSITE AND REFERRAL PROCESS

a. The contractor shall provide a secure website that will be created and maintained by the Contractor which allows self-authentication via a secure login. The Contractor/Sub-contractor’s firewall and Web services security controls shall meet or exceed VA’s minimum requirements (reference VA Handbook 6500.6, Contract Security Appendix C). The Contractor will be storing, generating, transmitting, and exchanging VA sensitive information and must complete a Contractor Security Control Assessment (CSCA) on a yearly basis and provide to the COR. VA will review the controls in place and approve that it meets the VA standard.

b. The contractor shall provide a secure (website) referral portal where a set of mandatory fields will be populated and verified prior to authorizing services (as a method of verification of eligibility). The PM/COR will approve the referral portal process and mandatory fields such as name and Caregiver Record Management Application (CARMA) number. Contractor may also include additional fields as needed. The contractor will create a mechanism to allow both self-referrals and referrals from Caregiver Support Teams. If a member is referred by the Caregiver Support Team, the Caregiver Support Team will provide the mandatory verification data. For self-referrals, the contractor will confirm with the corresponding Caregiver Support Team for the required verification information/data fields prior to providing the corresponding requested services.

Future State:

c. Optional CLIN: Upon Government development of a VA confirmation tool for caregiver eligibility for these services, all future referrals (whether it be self-referrals or referrals from the Caregiver Support Team) will be validated by the contractor through the VA tool where the contractor can log in to the VA tool and enter key data and receive confirmation of eligibility.

5.6 TASK 5.6 – CUSTOMER SERVICE CALL CENTER

The contractor shall provide a United States based customer service center to provide corresponding services through staffing, processes, procedures, and technological infrastructure necessary to manage and operate financial and legal services program for Primary Family Caregivers and their families. The customer service center shall provide services from 0800AM ET – 8:00PM ET, 7 days per week in all VA markets to include all fifty

(50) United States and territories to include Guam, Northern Marianna Islands, Puerto Rico, US Virgin Islands, and American Samoa. Services must be provided via a toll-free number, e-mail, postal, live video, chat, other modalities, and face to face (upon request if in the local vicinity and available with the vendor) and be Section 508 compliant. The customer service center shall offer translation services upon request of caller. The Contractor is to follow the guidance provided in VA 6102 Handbook which can be found at https://www.va.gov/vapubs/viewPublication.asp?Pub_ID=1055&FType=2t and the VA Web Best Practices Guide found at www.section508.va.gov/docs/VAWebBestPracticesGuide.pdf which provide specific direction for the establishment, management, and maintenance of all VA websites as well as all external websites that represent the VA. The Contractor will confirm eligibility of participants and provide Financial and Legal services to these eligible participants in accordance with this PWS (refer to task 5.5).

a. Contractor will provide for secure application to interface with the customer service center to make appointments, complete draft worksheets (i.e., templates for key legal documents such a power of attorney shell or will worksheet that the Caregiver can fill in the templated answers), research resources within VA secure websites, connect with scheduling calendar, etc.

b. The contractor shall establish/provide a single toll-free number that can be used by Primary Family Caregivers and their families from any location where the VA has active presence and approved Primary Family Caregivers to access the customer service center.

c. The contractor shall provide Teletype - Telecommunications Device for the Deaf (TTY-TDD) services.

5.7 TASK 5.7 – OTHER LANGUAGES

The contractor shall provide all verbal services in languages other than English and Spanish upon request by the Primary Family Caregiver. The other languages may be provided through a translation service (3-way call) for live interactions. Written materials may be requested for translation into other languages at the request of the PM/COR.

6. TRAVEL. N/A

7. DELIVERY SCHEDULE.

Task Deliverable Quantity Delivery Date

4.1 Kick-off Meeting, Initial Project Management Plan

(PMP)

1 Meeting within five (5) business days after contract award;

DRAFT PMP due at the kick-off meeting

4.2 Final PMP 1 Final PMP due 10

days after kick-off meeting

5.1(1) Legal Services

Legal Services appointment for requested service

Upon request by eligible Primary Family caregiver

Appointment Scheduled within 5 business days of request

5.1(2) Legal Services

(OPTIONAL)

Legal Services appointment for requested service

Upon request by eligible Primary Family caregiver

Appointment Scheduled within 5 business days of request

5.2 (1) Financial Services

Financial Services appointment for requested services

Upon request by eligible Primary Family Caregiver

Appointment scheduled within 5 business days of request

5.2 (2) Financial Services

(OPTIONAL)

Legal Services appointment for requested service

Upon request by eligible Primary Family caregiver

Appointment Scheduled within 5 business days of request

5.3 Monitoring and

Data Reporting

Provide metrics to the program

Monthly 30 days of contract start and monthly thereafter

5.4 Survey Develop, transmit, and monitor data

Upon completion of services provided to the approved caregiver and reported in a monthly data summary

Survey submitted to eligible caregiver within two weeks of services provided and reported in monthly data summary 30 days OMB survey approval and rolled up monthly thereafter

5.5 Secure Website

and Referral portal

Develop secure website and secure referral portal which will enable 100% verification

100% of requested services that will obtain/store PII, or PHI must reside in a secure referral portal in accordance with VA/VHA, Privacy and HIPAA standards

Prior to transmitting/receiving any data (actions must be created within 30 days of award of the contract)

5.5 c. (Optional CLIN) Future State:

Referral verification integration

Upon Government creation of VA capability, contractor will complete a verification check

100% of all caregivers requesting services under this contract

Within 30 days of award of this Optional

CLIN

through the VA system

5.6 Customer

Service Call Center

Provide a customer service call center

Provide a daily (7 days per week) call center

Must be created within 30 days of award and prior to beginning services

5.7 Language

Translation

Language translation (both written and verbal) for languages other than Spanish and English

Upon request of the Primary Family Caregiver

Within five (5) days of the request and for subsequent services provided for the requested language

8. GOVERNMENT-FURNISHED INFORMATION, EQUIPMENT, AND FACILITIES.

The contractor will utilize their own equipment, facilities, and secure web platform. The VA will provide key verification information and/or connectivity where required to meet exercised tasks (refer to task 5.5).

9. SECURITY REQUIREMENTS.

9.1 GENERAL

The contractor shall ensure that all data collection and storage systems that provide for VA information and system security protect the confidentiality, integrity, and availability of data, in accordance with all applicable Federal laws, VA regulations and policies, State laws, and industry standards. The contractor shall ensure that all electronic data collection and storage systems are designed with access control, comprehensive intrusion detection, and comprehensive virus protection. The contractor shall develop and implement formal incident response procedures, vulnerability monitoring, and mitigation.

Any referral templates and websites that are accessible by VHA Caregivers and/or Veterans in relation to services provided by this contract must reflect the following: “The services provided herein and/or referrals for further services are provided by contractors who are not employees of the United States Government.”

A Business Associate Agreement (BAA) is required for this award. See Section C.1 VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY LANGUAGE for additional security requirements. In addition, if the prime contractor that has the BAA with VHA will be disclosing PHI to the subcontractor for part of the services, the prime contractor will need a subcontractor BAA with the subcontractor that is as restrictive as the BAA between the prime contractor and VHA. The prime contractor will be responsible for drafting and enforcing the subcontractor BAA.

9.2 BACKGROUND INVESTIGATION REQUIREMENTS

Position Sensitivity and Background Investigation Requirements is Low Risk/Tier 1.

The Tasks identified above, and the resulting Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for Contractor individuals, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each Contractor individual based upon the tasks the Contractor individual will be working, in accordance with their submitted proposal. The level and process of background security investigations for the contractors working directly with the VA must be in accordance with VHA Directive and Handbook 0710, Personnel Suitability and Security Program. For those working directly with the VA/Veterans Health Administration, the staff will be required to complete the full Background Check process (to include corresponding document submission, fingerprint check, and favorable adjudication) as well as maintain the annual training requirements through the Talent Management System (to complete minimum corresponding VA training requirements to include TMS VA Privacy and Information Security Awareness and Rules of Behavior course along with the TMS VA Privacy and HIPAA Training Course) prior to gaining access to VA information.

All Contractors and Contractor personnel working directly with the VA in support of this contract (as prime contractors/prime contractor staff) shall be subject to the same Federal security and privacy laws, regulations, standards and VA policies as VA personnel, including the Privacy Act, 5 U.S.C. § 552a, regarding information and information system security. Contractors must follow all security and privacy requirements, per 6500 Attachment C - VA Information and Information System Security/Privacy Requirements. During active performance Contractors and Contractor personnel are responsible for maintaining compliance with VA policies.

For Finance and Legal Services personnel (subcontractor staff) that support this contract, but do not directly interface with the Department of Veterans Affairs staff through this contract (such as subcontracted staff that receive referrals and provide direct services), these members shall be fully vetted and trained to a parallel standard as reflected above. This onboarding, background check, and training must be tracked and documented to ensure background reviews are completed and only those who meet the stringent background check requirements will be able to work in support of this contract. In addition, they will complete equivalent training such as Privacy and Information Security Awareness as well as Rules of Behavior training to ensure the protection (Privacy and Security) of any accessed Veteran/caregiver information. This parallel onboarding for these additional staff must be available for review/audit by the COR and Contracting Officer upon request.

10. KEY PERSONNEL. Program Manager shall have a minimum of a master’s degree in a business or legal field (such as MBA or JD) with a minimum of 15 years of experience providing finance and legal services to include call service centers supporting finance and legal guidance with similar scope to this PWS.

11. CONTRACT QUALITY ASSURANCE SURVEILLANCE PLAN (QASP).

The Government will utilize the following Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the contractor is performing the services in an acceptable manner. The Government shall monitor performance against the established schedule, milestones, risk, and performance standards. The Government reserves the right to alter or change the surveillance methods in the QASP at its own discretion.

11.1 SURVEILLANCE SCHEDULE WILL INCLUDE:

a. Periodic Surveillance: The Government will monitor performance of certain performance requirements on a periodic basis as needed. These items are indicated in the PRS below.

b. Contractor reports: The Contractor will report statistics on all metrics listed in the inspections. The Government reserves the right to conduct unannounced, unscheduled checks on any performance requirement at any time.

c. 100% Inspection: Once annually, the Government may conduct a 100% review of any or all performance requirements.

11.2 SURVEILLANCE METHODS

a. Contractor reporting: The Contractor will report on all QASP metrics monthly and on an ad-hoc basis as required by the Government.

b. Government sampling: The Contractor shall provide at a minimum, samplings of services provided based on COR request for each of the areas listed in table 11.5 and 11.9. At the request of the PM/COR, additional random samples based on referred caregivers will be provided to confirm completion of the invoiced tasks. In the addition, at the request of the PM/COR, the contractor will send a list of client names (and/or CARMA numbers) to enable verification of eligibility).

11.3 CUSTOMER COMPLAINTS

If the Government receives a customer complaint, the following procedures will be followed:

a. Person receiving the complaint notifies the COR or assigned designee.

b. The COR conducts a preliminary review of the incident. If appropriate, the COR notifies the Contracting Officer and Project Manager.

c. The Contracting Officer and COR conduct an investigation to determine the validity of the complaint. If the Contracting Officer and COR determine the complaint to be valid, he/she documents the findings and notifies the customer and the Contractor.

d. If the complaint is valid, the Contractor is given 24 hours to respond to the complaint with a plan of action.

e. The Contracting Officer and COR informs the customer the approximate time the complaint will be corrected and advises the customer to contact the COR directly if the complaint is not corrected.

f. The Contractor returns the written customer complaint to the Contracting Officer and COR, completed with the actions taken to correct it. The government will retain this record to ensure the Contractor has taken appropriate action(s) to prevent recurrence.

At the end of each month, all validated complaints will be reviewed to determine if performance is satisfactory or unsatisfactory based on the criteria in the PRS.

11.4 UNACCEPTABLE PERFORMANCE

If the number of complaints/defects exceeds the performance threshold identified for any objective as stated in section 11.5 - 11.9 below, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the Contractor. If the Contractor’s performance is judged unacceptable by the Contracting Officer and COR, the COR will request a Contractor representative’s signature and date of surveillance on documentation acknowledging notification. If the Contractor representative refuses to sign, the COR shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the Contractor disputes the results of surveillance, the COR shall refer the Contractor to the CO for resolution.

The Contractor’s performance on this contract will be reported on an annual basis to the Contractor Performance Assessment Reporting System (CPARS). Poor performance may result in issuance of a Contractor Discrepancy Report (CDR). The CO and COR will make use of information from CDRs, as well as any additional knowledge and information available to them with respect to the contractor’s performance, to complete the CPARS.

The Government will not pay for services that do not conform or do not meet performance standards or have not been properly rendered. The contractor will be given an opportunity to correct non-conforming services at no cost to the Government if the services are non-conforming or the contract requirement is unacceptable. This will be validated through multiple reviews to include (but not limited to) the surveillance reviews noted below, random sampling of eligibility data, and customer complaints.

11.5 LEGAL CONSULTATION SERVICES

Performance Requirement Standard Surveillance Quality of Legal Consultation (*see Note below)

95% or greater customer satisfaction rating for each of the components of the Task

5.4 Survey

Contractor Reports of survey results and periodic surveillance by the COR

Includes Service Breakdowns (*see Note below)

Legal Consultation cases scheduled for appointment

92% within 5 business days Contractor Reports and periodic surveillance by the

COR

Legal Consultation Documented and Provided

100% within 45 days of the date of service

Contractor Reports and periodic surveillance by the

COR

Contractor Quality Assurance for legal and customer service services.

95% of measures met based on government review IAW approved

QASP

Contractor Reports and periodic surveillance by the

COR

*Note: Service Breakdowns are participant complaints and breakdowns in processes or services reported to the COR.

11.6 FINANCIAL COUNSELING

Quality of Financial Counseling (*see Note above)

95% or greater customer satisfaction rating for each of the components of the Task

5.4 Survey

Contractor Reports of survey results and periodic surveillance by the COR

Includes Service Breakdowns (*see Note above)

Financial Counseling cases scheduled for appointment

92% within 3 business days Contractor Reports and periodic surveillance by the

COR

Financial Counseling Documented and Provided.

100% within 45 days of the date of service.

Contractor Reports and periodic surveillance by the

COR

Case Information is furnished to the COR

100% prior to scheduled Contractor Reports and

Contractor Quality Assurance financial counseling and customer service services.

95% of measures met based on government review IAW approved

QASP

Contractor Reports and

11.7 WEB PRESENCE

Web presence uptime excluding scheduled maintenance

98% of the time aggregated on a monthly basis

Contractor Reports and periodic surveillance by the COR

11.8 CUSTOMER SERVICE CENTER METRICS

Provide responsive service to callers

Calls answered live within 30 seconds of first ring; 90% Abandon rate < 3% Messages taken < 3% of calls Hold time during triage < 5 minutes 95%;

Callbacks completed within 1 business day: 95%

Contractor Reports and periodic surveillance by the

COR

Provide simultaneous language interpretation services

Availability of services; 100% Contractor Reports and periodic surveillance by the

COR

Provide document translation services to callers

Availability of services; 100% Contractor Reports and periodic surveillance by the

COR

Provide customer satisfaction data for customer service centers

Satisfaction rating of >95% Contractor Reports and periodic surveillance by the

COR

Provide contractor satisfaction resolution

Respond within 24 hours to the complaint with a plan of action>95%

Contractor Reports and

11.9 QUALITY CONTROL

Government Notification of an Adverse Incident

100% of all incidents 24 hrs.

via email and phone notification to Government Project Manager and posted to CMS

Contractor Reports and periodic surveillance by the

COR

Triage Consultant Quality Reviews

95% pass rate of 6 contractor inspections per month per consultant (see Section 11.1b Contractor reporting above)

Contractor Reports and periodic surveillance by the

COR

Specialty Consult Case Reviews

95% pass rate of 6 contractor inspections per

Contractor Reports and month per consultant (see Section 11.1b Contractor reporting above)

COR

Financial Counseling Reviews 95% pass rate of 6 contractor inspections per month per counselor (see Section 11.1b Contractor reporting above)

Contractor Reports and periodic surveillance by the

COR

Legal Consultation Service Quality Reviews

95% pass rate of 6 contractor inspections per month per counselor or contractor’s proposed and Government accepted methodology (see Section 11.1b Contractor reporting above)

Contractor Reports and